| AgentChannelRecordingId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- Identifier for the recording associated with the agent channel
conversation.
- This field is a relationship field.
- Relationship Name
- AgentChannelRecording
- Refers To
- VoiceCallRecording
|
| AgentConnectDateTime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Timestamp for when the agent connected to the conversation.
|
| AgentCustomerMergeTime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Timestamp when the service rep and customer conversations are
merged after consultation.
|
| AgentDisconnectDateTime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Timestamp for when the agent disconnected from the
conversation.
|
| AgentId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- ID of an agent or a rep involved in the conversation.
- This field is a polymorphic relationship field.
- Relationship Name
- Agent
- Refers To
- BotDefinition, ExternalConversationBotDef, User
|
| AgentType |
- Type
- picklist
- Properties
- Filter, Group, Nillable, Restricted picklist, Sort
- Description
- Type of agent handling the conversation.
- Possible values are:
- ExternalBot
- Human
- InternalBot
|
| AgentWorkId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- ID of the AgentWork record
associated with the conversational data.
- This field is a relationship field.
- Relationship Name
- AgentWork
- Refers To
- AgentWork
|
| ChannelSessionRecordId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- Identifier of the channel session for the conversation.
- This field is a relationship field.
- Relationship Name
- ChannelSessionRecord
- Refers To
- VoiceCall
|
| LongestPauseDuration |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- Duration of the longest pause during the conversation, measured in
seconds.
|
| Name |
- Type
- string
- Properties
- Autonumber, Defaulted on create, Filter, idLookup, Sort
- Description
- Name of the agent work conversational data record.
|
| NextAgentWorkConvId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- ID of the next record in a sequence of conversations.
- This field is a relationship field.
- Relationship Name
- NextAgentWorkConv
- Refers To
- AgentWorkConversationalData
|
| OwnerId |
- Type
- reference
- Properties
- Filter, Group, Sort
- Description
- ID of the owner of the conversational data record.
- This field is a polymorphic relationship field.
- Relationship Name
- Owner
- Refers To
- Group, User
|
| OwnershipEndDateTime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Timestamp for when ownership of the conversation ended.
|
| OwnershipStartDateTime |
- Type
- dateTime
- Properties
- Filter, Nillable, Sort
- Description
- Timestamp for when ownership of this conversation started.
|
| PauseCount |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- Total number of times the conversation was paused.
|
| PrevAgentWorkConvId |
- Type
- reference
- Properties
- Filter, Group, Nillable, Sort
- Description
- ID of the previous record in a sequence of conversations.
- This field is a relationship field.
- Relationship Name
- PrevAgentWorkConv
- Refers To
- AgentWorkConversationalData
|
| QualityScore |
- Type
- double
- Properties
- Filter, Nillable, Sort
- Description
- Value of the Mean Opinion Score (MOS) that measures voice call
quality.
|
| TotalPauseDuration |
- Type
- int
- Properties
- Filter, Group, Nillable, Sort
- Description
- Total duration of all pauses during the conversation, measured in
seconds.
|
| TransferType |
- Type
- picklist
- Properties
- Filter, Group, Nillable, Restricted picklist, Sort
- Description
- Type of transfer for the conversation.
- Possible values are:
|
j